Responsible for providing daily leadership and promoting the development of 25 Data Operations Analyst team members in a multi-cultural environment.Identify, promote, and implement innovative ideas to meet and exceed performance and quality goals set by leadership. Support employees’ success through establishing relationships and seeking to understand what motivates individuals. Oversee performance management, ensuring daily, monthly, quarterly operational metrics are met.Effectively execute on management and administrative tasks such as leading staff meetings, conducting regular one-on-one’s, hiring, training, and development of employee performance. Drive operational improvements, team collaboration, and recommend innovative solutions to business challenges.Establish clear and effective working relationships and communication channels with internal partners.

Leading and managing a multi-lingual Global Service Desk Team providing robust, best in class customer service, appropriate to customer segmentation guidelines and contractual SLAs.Providing regular statistical and performance feedback and coaching to each team member. Monitoring and analysing Team Metrics and KPIs and ensuring objectives are constantly met.Driving solutions to enable team workload efficiencies to effect proactive customer focus and achieve targets.Developing and motivating team members to full potential by ensuring Personal Development Plan for each team members is achieved.Ensuring that customer requests, incidents, billing and complaints are managed through to a satisfactory resolution and in a timely manner, meeting business objectives and contractual SLAs.Coordinating operational relationship and liaising with internal stakeholders and third party partners to resolution of incidents, service requests, billing or complaints.Ensuring quality of tickets is aligned with process requirements and customer verbal and written communications constantly meet and exceed customer expectations.

- Responsible for providing daily supervision and promoting the development of AppleCare representatives in the Enterprise Technical Support Department.- Maintaining and improving individual performance levels of the team to ensure targets are met. This incorporates SLA’s and KPI’s, focusing on Customer Satisfaction and Quality metrics in particular.- Ensuring that performance standards are met and attendance is maintained, monitored and tracked.- Training, developing and motivating teams through projects and both company and personal initiatives to generate increased revenues and improved customer service.- Evaluating staff performances and coaching them accordingly to elevate work quality and employee motivation.- Achieving business-development efforts and facilitating communication between multiple departments for maximum efficiency.

- Supporting, managing and developing team members, managing projects, planning and monitoring workloads and resources. Delivering operational plans, resolving problems, and building relationships.- This apprenticeship program allowed me to develop my leadership skills.- Backup for up to 4 different teams in the department, providing daily supervision, managing performance and helping in coaching advisors to help them in their development and increasing results and productivity for each of them.

Manage technical requests from both high profiled business and education customers around the globe as well as professional customers.Providing both phone and email support to Apple’s customers to assist with complex problemresearch, isolation, documentation, reporting and resolution. This includes providing technical support for Apple’s Pro-Apps, including Final Cut Pro, Logic Pro, Motion, Compressor, Aperture as well as Server and Apple Configurator application.

Providing L1 & L2 technical support, both in English and Spanish, for customers who use the Google Apps suite. I supported customers within the EMEA, North America and APAC Regions.Undertaking analysis, diagnosis and resolution of customer’s issues via phone and e-mail.Complete technical knowledge of all Google Apps servicesResponsible for the analysis and diagnosis of complex IT issue along with the formulation and implementation of a resolution and escalating where relevant to necessary departments.